HAMILTON, Bermuda — Bermuda's telecommunications sector is facing growing customer frustration over mobile and internet services, with complaints also raising questions about the effectiveness of AI-powered customer support.

Both Digicel and One Communications have faced criticism over service reliability, customer assistance and network-related problems. Recent complaints have included dropped calls, repeated service interruptions and difficulties obtaining direct assistance.

Digicel has expanded its use of artificial intelligence in customer service, including its digital assistant Ruby. However, some customers have questioned whether the automated system can adequately handle more complicated service problems and have expressed a preference for speaking with human representatives.

One Communications has also reported service issues following lightning storms, saying a small percentage of customers experienced equipment damage while its core network remained operational. The company said support teams were working with affected customers to replace equipment and restore services.

The developments highlight the challenge facing telecom companies as they combine traditional customer service with increasingly sophisticated digital and AI tools.

For Bermuda's technology sector, the debate is likely to continue as consumers demand both reliable connectivity and faster, more accessible customer support.

The complaints also place greater attention on the role of telecommunications providers and regulators in maintaining service standards as Bermuda becomes increasingly dependent on digital communications.